IT Helpdesk Technician

2 weeks ago

Cape Town, Western Cape, South Africa Dash BPO Full time

HELPDESK TECHNICIAN

JOB DESCRITPION:

The Helpdesk technician is the first contact with the user, in charge of diagnosing and providing technical assistance for computer systems, software, and hardware. Help Desk technician responsibilities also include supporting application integrations and diagnosing common user issues.

EXCLUDING MANDATORY REQUIREMENTS

  • At least 2 years of proven experience in a similar position
  • Basic knowledge of networking, Windows 10 and Office tools.
  • Any telecommunications systems advantageous
  • Ability and willingness to work a flexible schedule including weekdays, Saturdays, Sundays and occasional holidays.
  • Working shifts
  • Experience in assembly, diagnosis, and repair of computers
  • Proven reference of previous job
  • Native English
  • Excellent verbal and written communication skills

DESIRABLE REQUIREMENTS, NOT EXCLUSIVE

  • Diploma in Electronic Engineering, Computer Systems, Telecommunications, or related careers.
  • Certification type "Associated", e.g. CompTIA A+, N+, CCNA, JNCIA-Junos or HCNA

RESPONSABILITIES

  • Analyze, troubleshoot, and diagnose user hardware and software problems
  • Respond to queries by phone, email, in person or by remote access.
  • Actively monitor all aspects of the network
  • Install and configure computer systems and applications within the company.
  • Respond to user inquiries about the company's technological tools.
  • Assist the department in creating documentation related to problem resolution
  • Act as the initial point of contact for users' computer-related incidents or requests
  • Manage daily work routines of the IT department
  • Follow up incidents until they are closed
  • Escalate with Level 2 if necessary
  • Comply with the SLAs agreed by the IT department

REQUIRED COMPETENCES

  • Critical thinking ability
  • Ability to work independently without supervision.
  • Ability to prioritize and manage multiple issues simultaneously and efficiently.
  • Team player attitude
  • Capacity to work under pressure.
  • Ability to solve problems.
  • Initiative and proactivity
  • Excellent accuracy and attention to detail
  • Able to accept constructive criticism and feedback from users about their experience in IT services.

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